GVP Recording

[superman]

Hello to all,

I am using a third party recording which serves the purpose well at the moment.
I am trying to find a way to record both the IVR and the customer responses to it (NLU implemented). Due to the nature of the IVR applications I have used a URS centric approach which eventually limits my options I believe.
What would it take to accomplish such a service?  Would AttributeExtensions record=source be sufficient?

Thanks for your help

[Kubig]

It depends on used recording system. If the recording is driven just by Genesys,you can use the recording option on incoming trunk. Other option is call GVP app via trunk groups.

[superman]

Yes, I have thought as much. N I C E is used for the recording. I believe that recording option on the trunk would complicate things as everything will be recorded. Trunk groups on the other hand are not an option because ivr apps do not contain cti functionality (referrals-transfers, they only pass some data so strategy TRoutes based on them) and have other limitations too. If the ivr apps had tgat functionality I would go with vtps and set the option in them.

[Kubig]

Using of TG has no relation to the CTI function within voice application. You can just call the GVP app via TG number within URS strategy instead of using exact URI.

[superman]

I know, however If TG is used urs will lose control when in gvp

[Kubig]

You are not right, you can call GVP by PlayApplication block using the TG number - the behaviour from URS point of view is still the same

[superman]

I admit that I didn't know that. In my previous update I had in mind a TRoute towards the TG. So, you say that you can call the gvp app by pointing to the TG dn number inside the properties of the Play Application block in the strategy. Really cool. Can you point to any guide or share the way to do this?

But how the call will engage the actual dn of the TG and still be on the RP? I am frustrated right now.

[Kubig]

Just remove the APP_URI parameter and change the APP_ID to the number of TG, that's all. Of course, the TG needs to ne configured properly (i.e. pointing to the MSML, etc.)

[superman]

I have tried this in the past without luck. Maybe it is something missconfigured. What I do not understand is how the TG will be engaged. The call should be still on the RP. As I  understand, the APP_ID will only help to identify the application to be executed.

[Kubig]

The call is still on RP. It is working as expected - just tested it.

[superman]

Thanks Kubig, I will try to accomplish that way. However I do not believe that recording supports trunk group dns

[Kubig]

I know NICE up to version 6.5 (and Perform 8.x), so cannot advice on that. But all others known recording systems support this scenario (GIR, ZOOM, etc.)

[superman]

I got it working partially, application service-type was needed But it seems that I cannot get it working as far as selecting​ the appropriate application. Although linking a did with a specific ivr profile, the default one is executed